Bedford Public Library

Assessing service quality, satisfying the expectations of library customers, Peter Hernon, Ellen Altman, Robert E. Dugan

eng

Includes bibliographical references and index

illustrations

index present

non fiction

Assessing service quality

bibliography

Peter Hernon, Ellen Altman, Robert E. Dugan

satisfying the expectations of library customers

In this third edition, the authors again offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals. They challenge librarians to consider both internal and external customers, and to think about customer service in new ways

Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and evaluating the components of high-quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement